Quickly and Easily Pass Salesforce Exam with Service-Cloud-Consultant real Dumps Updated on Nov-2022 [Q61-Q85]

QUESTION 61
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

QUESTION 62
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

QUESTION 63
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

QUESTION 64
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

QUESTION 65
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

QUESTION 66
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

QUESTION 67
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

QUESTION 68
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

QUESTION 69
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

QUESTION 70
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

QUESTION 71
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

QUESTION 72
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the
quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

QUESTION 73
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

QUESTION 74
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

QUESTION 75
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

QUESTION 76
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

QUESTION 77
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

QUESTION 78
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.

QUESTION 79
Universal Containers Executives want to see contact center metrics from each of its different geographic
regions. How should a Consultant support this requirement?

QUESTION 80
The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

QUESTION 81
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

QUESTION 82
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

QUESTION 83
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?

QUESTION 84
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

QUESTION 85
Universal Containers has built a custom Visualforce page called “Knowledge” that is used internally to access
Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning
Knowledge?
Choose 2 answers